Technical Support Specialist

Sr Software Engineer-IBM Sterling DOM/OMS

• Location: India - Hyderabad

Job Description

Job Title: IBM Sterling DOM Sr Software Engineer – Supply Chain DTC 

Job Summary 

We are seeking an experienced IBM Sterling DOM Production Support Lead to oversee production support operations for our IBM Sterling Order Management (DOM) platform supporting Direct-to-Consumer (DTC) and omnichannel fulfillment processes. This role will be responsible for ensuring application stability, leading incident resolution efforts, managing support teams, driving operational excellence, and serving as the primary point of contact for business and technology stakeholders. 

The ideal candidate will possess strong IBM Sterling DOM expertise, production support leadership experience, and a proven ability to manage critical business applications in a fast-paced, global environment. 

Key Responsibilities 

Production Support Leadership 

• Lead L2/L3 production support activities for IBM Sterling DOM applications and related integrations. 
• Manage daily support operations, ticket queues, service requests, and incident resolution activities. 
• Ensure adherence to SLAs, operational KPIs, and support processes. 
• Provide leadership and guidance to support analysts and offshore/onshore support teams. 
• Coordinate support coverage, shift planning, and on-call rotations. 

Incident & Problem Management 

• Lead major incident management and drive resolution of critical production issues. 
• Coordinate cross-functional teams including Development, Infrastructure, Middleware, Cloud, and Business Operations. 
• Conduct Root Cause Analysis (RCA) and ensure corrective and preventive actions are implemented. 
• Track recurring issues and drive long-term stabilization initiatives. 
• Escalate risks and service-impacting issues appropriately. 

IBM Sterling DOM & Integration Support 

• Support Sterling DOM modules including Order Capture, Inventory Visibility, Sourcing, Fulfillment, Shipment Processing, and Returns. 
• Oversee troubleshooting of APIs, services, agents, integrations, and order orchestration workflows. 
• Support integrations with ERP, eCommerce, CRM, WMS, YMS, TMS, and third-party logistics systems. 
• Ensure critical order management and fulfillment processes operate efficiently. 

Operational Excellence & Service Delivery 

• Monitor application health, performance, and operational metrics. 
• Drive continuous improvements in monitoring, automation, and support processes. 
• Lead release readiness reviews, deployment support, and post-production validation activities. 
• Ensure compliance with ITIL-based Incident, Problem, Change, and Release Management processes. 
• Develop and maintain support runbooks, knowledge articles, and operational documentation. 

Stakeholder Management 

• Serve as the primary support contact for business and technology stakeholders. 
• Provide regular updates on incidents, service performance, risks, and operational improvements. 
• Facilitate governance meetings, operational reviews, and leadership status reporting. 
• Build strong relationships across global teams and business functions. 

Qualifications

Required Qualifications 

Education 

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field. 

Experience 

• 6+ years of IT experience with at least 5 years supporting IBM Sterling DOM/OMS environments. 
• 4+ years of experience leading production support teams or service delivery functions. 
• Strong experience supporting DTC, omnichannel commerce, and supply chain fulfillment operations. 
• Experience managing major incidents and coordinating cross-functional resolution efforts. 

Technical Skills 

• IBM Sterling DOM/OMS (Version 9.x/10+ preferred). 
• REST/SOAP APIs, XML, XSLT, SQL, MQ, JMS. 
• Working knowledge of Java/J2EE and UNIX/Linux environments. 
• Experience with WebSphere, middleware technologies, and integration troubleshooting. 
• Familiarity with monitoring tools such as Splunk, Dynatrace, AppDynamics, Grafana, or similar platforms. 
• Exposure to cloud and container platforms including AWS, Azure, GCP, Docker, and Kubernetes. 

Preferred Qualifications 

• Experience supporting Sterling DOM GEO-distributed environments. 
• Knowledge of microservices architecture and distributed systems. 
• Experience with Sterling performance tuning and system optimization. 
• Background supporting WMS, YMS, ERP, TMS, or broader Supply Chain Management (SCM) platforms. 
• ITIL Foundation or ITIL Practitioner certification. 
• IBM Sterling OMS/DOM certification. 
• Cloud certifications (AWS, Azure, or GCP) preferred. 

Key Competencies 

• Strong leadership and team management skills. 
• Excellent analytical, troubleshooting, and decision-making abilities. 
• Exceptional verbal and written communication skills. 
• Ability to manage multiple priorities in a high-volume production environment. 
• Strong stakeholder management and customer service orientation. 
• Proven ability to drive operational excellence and continuous improvement initiatives. 
• 
  

• Strong B2B Product Manager Profiles
• Mandatory (Experience 1) - Must have Total 5+ YOE with recent 2+ years as a Product Manager
• Mandatory (Experience 2) - Must have experience working in early-stage products (with early stage startups or in big startups/companies driving 0-to-1 product development and building MVPs)
• Mandatory (Experience 3) - Must have hands-on experience in writing PRDs, BRDs, user stories, and maintaining product documentation for cross-functional teams.
• Mandatory (Company) - Product companies only (B2B preferred)

Preferred

• Preferred (Experience) – Prior experience as a developer or tech role is a plus

Responsibilities:

● Design, develop, test, and maintain software applications using Java technologies.

● Implement robust solutions using Spring MVC, Spring Boot, and Hibernate frameworks.

● Develop and optimize database operations with MySQL.

● Analyze and solve complex problems by applying knowledge of data structures and algorithms

Requirement -

Programming Languages & Technologies: Strong knowledge of Java (Core Java, Java 8+).

● Frameworks: Proficiency in Spring MVC, Spring Boot, and Hibernate. ● Algorithms and Data Structures: Good understanding and practical application of DSA concepts.

● Databases: Experience with MySQL – writing queries, stored procedures, and performance tuning.

● Version Control Systems: Experience with tools like Gi

A Concise Glimpse into the Role

We’re on the hunt for young, energetic, and hustling talent ready to bring fresh ideas and unstoppable drive to the table.

This isn’t just another role—it’s a launchpad for change-makers. If you’re driven to disrupt, innovate, and challenge the norm, we want you to make your mark with us.

Are you ready to redefine the future?

Apply now and step into a career where your ideas power the impossible!

Your Time Will Be Invested In

·      AI/ML Model Innovation and Research

·      Are you ready to lead transformative projects at the cutting edge of AI and machine learning? We're looking for a visionary mind with a passion for building ground breaking solutions that redefine the possible.

 What You'll Own

Pioneering AI/ML Model Innovation

·      Take ownership of designing, developing, and deploying sophisticated AI and ML models that push boundaries.

·      Spearhead the creation of generative AI applications that revolutionize real-world experiences.

·      Drive end-to-end implementation of AI-driven products with a focus on measurable impact.

Data Engineering and Advanced Development

·      Architect robust pipelines for data collection, pre-processing, and analysis, ensuring precision at every stage.

·      Deliver clean, scalable, and high-performance Python code that empowers our AI systems to excel.

Trailblazing Research and Strategic Collaboration

·      Dive into the latest research to stay ahead of AI/ML trends, identifying opportunities to integrate state-of-the-art techniques.

·      Foster innovation by brainstorming with a dynamic team to conceptualize novel AI solutions.

·      Elevate the team's expertise by preparing insightful technical documentation and presenting actionable findings.

What We Want You to Have

·      1-2 years' experience with live AI project experience, from conceptualization to real-world deployment.

·      Foundational knowledge in AI, ML, and generative AI applications.

·      Proficient in Python and familiar with libraries like TensorFlow, PyTorch, Scikit-learn.

·      Experience working with structured & unstructured data, as well as predictive analytics.

·      Basic understanding of Deep Learning Techniques.

·      Knowledge of AutoGen for building scalable multi-agent AI systems & familiarity with LangChain or similar frameworks for building AI Agents. 

·      Knowledge of using AI tools like VS Copilot.

·      Proficient in working with vector databases for managing and retrieving data.

·      Understanding of AI/ML deployment tools such as Docker, Kubernetes.

·      Understanding JavaScript, TypeScript with React and Tailwind.

·      Proficiency in Prompt Engineering for various use cases, including content generation and data extraction.

·      Ability to work independently and as part of a collaborative team.

·      Excellent communication skills and a strong willingness to learn.

Nice to Have

·      Prior project or coursework experience in AI/ML.

·      Background in Big Data technologies (Spark, Hadoop, Databricks).

·      Experience with containerization and deployment tools.

·      Proficiency in SQL & NoSQL databases.

·      Familiarity with Data Visualization tools (e.g., Matplotlib, Seaborn).

Soft Skills

·      Strong problem-solving and analytical capabilities.

·      Excellent teamwork and interpersonal communication.

·      Ability to thrive in a fast-paced and innovation-driven environment.

Job Description : Agile Expertise Experience managing requirements in an agile format from discovery through to delivery in an ongoing successful/sustainable model Experience as a scrum master & running Agile ceremonies, keeping stakeholders updated wrt to status Capabilities must include: Definition, importance & role ownership of Ceremonies, Scrum recognized and otherwise.  This would encompass, at minimum, Grooming, Sprint Planning, Daily Stand-up, Demo & Retrospective. Deep understanding of a user story & anatomy therein (Actor, Action Taken, Behavior, Business Value Justification acceptance criteria Business Analysis Capabilities 5+ years of business analyst experience performing requirements gathering, elaboration, story creation, acceptance validation etc. 3+ years of Hands-on experience with agile tools like Jira or equivalent Strong discovery experience Process/Sequence diagramming Postman and SOAPUI experience is a plus Diverse group facilitation Should be able to drive consensus around variety of Virtusa and Client business/technical leaders/SMEs

• Liaise with fellow developers.
• Designing and implementing microservices which use the spring boot framework.
• Working in compliance with the full Software Development Life Cycle.
• Connecting microservices to interact with databases.
• Understanding of how streaming technologies work such as Kafka.
• Identifying and finding solutions to bugs.
• Ensure you've written adequate test cases to verify design requirements are being met.
• Create well written documentation for the individual microservices.

• Manage, review, and perform daily account responsibilities associated with Google AdWords, Yahoo, Bing and other search platforms for a variety of clients.
• Maintain and monitor keyword bids, account daily and monthly budget caps, impression share, quality score and other important account metrics.
• Manage the creation of large keyword lists.
• Provide creative copy suggestions and graphical ad templates.
• Manage Display network placement lists on AdWords and through other contextual advertising platforms.
• Provide recommendations and execute strategies for keyword opportunities, campaign structuring, targeting, display network, and other facets of paid search in accordance with client goals.
• Provide oversight and manage new paid search campaigns, ad groups, and accounts and aid in the creation of paid search marketing initiatives.
• Provide oversight, manage, and be able to generate weekly and monthly client reporting for all major metrics, goals tracking, revenue tracking, and other paid search initiatives.
• Keep pace with search engine and PPC industry trends and developments.
• Monitor and administer web analytics dashboards, reports and key reporting tools, and point out key areas of importance in accordance client goals.
• Monitor and evaluate search results and search performance across the major search channels.
• Communication to team and management on project development, timelines, and results.
• Provide oversight and work closely with the other team members to meet client goals.

Knowledge of Node.js and frameworks available for it (such as Express, StrongLoop, etc depending on your technology stack)

Understanding the nature of asynchronous programming and its quirks and workarounds

Good with REST Api and integration of many API's in our backend

Good understanding of server-side templating languages (such as Jade, EJS, etc depending on your technology stack)

Understanding accessibility and security compliance

User authentication and authorization between multiple systems, servers, and environments
Integration of multiple data sources and databases into one system

Understanding fundamental design principles behind a scalable application

Understanding differences between multiple delivery platforms, such as mobile vs. desktop, and optimizing output to match the specific platform

Creating database schemas that represent and support business processes
Implementing automated testing platforms and unit tests

Proficient understanding of code versioning tools, such as Git
Good Code writing skills 
Integration with Shopfy, Zoho, ERP, CRM is a plus.